As a Hilton Diamond member since 2007, I have been thoroughly impressed by the consistency of Hilton hotels around the world. And whenever there is a question about policies, I have always found there to be reasonable staff and managers willing to answer questions and consider options to make a better experience. I've even stayed in some Hilton hotels which have failed to follow Hilton policy, due to a lack of knowledge, but where by simply asking the question, staff did their homework and promptly make amends.
Then there is the Hilton in Sydney, Australia. This is my first ever negative review. As someone who works in the travel industry, I am relatively tolerant of errors as I know the job is not as easy as it looks, so it takes a lot to get me to think poorly about a hotel. My experience with this hotel is by far the worst professional, business hotel experience I have had in over 40 countries around the world, across any brand - and that includes some low end spots I've stayed in during my earlier years.
It all starts with the pain and suffering of trying to make a booking by calling the hotel. Any seasoned traveller knows that if you need a long-stay, multiple rooms or are looking for a multi-day booking, you're better off calling the hotel because websites are poor at handling this. I was looking to book a stay for my team (professional management consultants working on a very long project). It took 6 calls and 3 emails by my client's secretary and by me before someone emailed back rates. And then the email had incorrect dates, incorrect preferences, and outrageous rates exceeding what is offered on Hilton.com. A polite email back asking why it took so long and still was incorrect was followed up by a response from the reservations manager. Now arrogant, with a take or leave it attitude, albeit finally with proper rates and dates. No apology for the hassles, no recognition of failure.
I refused to believe this was the normal experience at the hotel and decided to book anyway along with two members of the team, leaving the other half of the team in another location, just in case. And it gets worse. Wrong room, a welcome card in the room addressed to someone else (thank you for YOUR loyalty, and yet not referring to me - details). Poor service at the check-in desk along with an arrogant attitude - something I observed was normal at this hotel over the next 6 weeks.
I checked out for a few days for another trip and upon returning experienced more of the same. Checked-in at the executive lounge (where the staff are excellent). Was told, as before, that although I am a Diamond member, there are no upgrades available. I was booked into an executive floor room so I did not mind and I was checking in very late in the evening. Walking into the room, I find it had not been cleaned. Was missing all the basics, no soap, no shampoo, towels, etc (this is a 5 star Hilton). The friendly staff in the lounge apologized, called a manager and promptly informed me I would be moved to another room. Which turned out magically to be an upgrade. I asked why I wasn't given the upgrade before and was told, "At this hotel, we only reserve a small number of rooms for upgrade and only for guests staying 1 or 2 nights. That's the Hilton policy."
I checked with my contacts at Hilton HQ who confirmed this is not Hilton policy and that upgrades are 'space available at checkin'. nothing in the policy limits this to a handful of rooms and only for 1/2 night stays.
At the management cocktail, I informed the hotel GM and Dir of sales, who informed me this is one of the few corporate owned hotels and thus must follow the policy more strictly than others. But when told about the experience, they apologized for the service, but not for the onsite policy, which is in clear violation of Hilton policy.
It is a beautiful property, though the rooms feel utilitarian, almost as if it was built as an office building rather than a hotel. Even on the 38th floor, the street noise as well as noise from other rooms makes it difficult to rest. The breakfast is exceptional and some of the morning restaurant staff are great. Though there are a couple of rude and arrogant hosts/hostesses. Although it is rated one of the best restaurants in town, I would not eat dinner here. The service is extremely poor and arrogant. For a good steak, try the Westin instead, where the service is also impeccable. The lounge is nothing to write home about - inedible food and low quality beer/wine - full of people getting drunk every night and not at all relaxing.
I would not return and would highly recommend staying at any other hotel in Sydney. There are plenty of good choices and most are also more competitively priced.
